Customer Service Software

Donna Finkle

* ******* **

Rancho Santa Margarita, CA 92688

949-***-**** ******@*********.***

SUMMARY:

Experienced Desktop Support Analyst with excellent customer service and

technical troubleshooting abilities.

Sole Technology

9/05-Present

20162 Windrow Dr

Lake Forest, CA

PC Technician II

Support for 400 users on Windows XP for the pc, and OS 10.5 on the Mac.

Troubleshoot daily computer and related equipment, including Dell, HP

desktop and laptop, Mac PowerBook and tower, HP & Xerox printer issues.

Setup and configure all computer systems for new users. Assist remote users

with VPN and any other issues while on out of the office. Respond to phone

calls and assisting users at their desk. Track Help Desk cases using Track-

IT software. Unlock passwords, verify network logins and email accounts

using Active Directory. Setup retail store computers, cash drawers, shopper

displays, receipt printers, install POS software, routers and related

equipment for store opening with ongoing daily support.

CB Richard Ellis

12/03 - 8/05

3501 Jamboree Rd

Newport Beach, CA

Desktop Support Analyst

Support for 3500 internal users on Windows XP & 2000 and AS/400 systems.

Troubleshoot user issues for proprietary Commercial Management Accounting

system including login issues, printer and user setups and security rights

for this complex multi platform environment. Additionally, create user

profiles, prioritizing submitted jobs, and minimizing disconnected sessions

on the AS/400 platform (JDEdwards World/One World). Assist users with the

installation and functionality of the software by using Windows NetMeeting

or in person. Troubleshoot all printing issues on the Citrix servers.

Utilize PeopleSoft to enter and track helpdesk tickets.

Quest Software, Inc. 9/01-12/03

5 Polaris Way

Aliso Viejo, CA

PC Support Technician

Support 1000 internal and remote users as a part of a team of two. Respond

to phone and email trouble inquires identifying problems, resolving or

escalate issue to appropriate departments. Utilize PC Anywhere and other

remote access software to real time assist users or document user problems

assisting other technicians. Use Clarify ticketing to track defects and

participate in related projects as needed. On a rotational basis provide

on call after hours support Install and configure Toshiba, Gateway, Dell

laptops & desktops. Troubleshoot HP printers, scanners, Windows and Office

Suite, Siebel, Blackberry Handheld software. Track accounts and troubleshot

access and security issues using Active Directory.

Access360 9/00-9/01

15440 Laguna Cyn Rd

Irvine, CA 92618

IT Analyst

Support 300 users troubleshooting problems in person and by phone.

Create/Terminate NT & email accounts as necessary. Setup, configure and

support desktops and laptops with Windows98/NT and 2000. Setup remote

access with Internet providers and VPN access. Troubleshoot network

connections at the desktop and to the switch for DHCP and static IP

addresses. Organize Helpdesk calls & E Mail requests.

Contact this candidate